Blog

Page 12

Empowering Your Team to Deliver Kick-Ass Customer Experience

by Kim Campbell in Agent Insights, Blog, Call Center Agents, Customer Service Outsourcing, Kim Campbell, Roadside Assistance

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based […]

 

Read More

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

by Kim Campbell in Blog, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, […]

 

Read More

Deck the Halls: Coping with Peak Season Holiday Spikes in the Contact Center

by Susan Preiss in Blog, Customer Service Outsourcing, Customer Service Trends, Holiday Customer Service, Live Chat, Susan Preiss

Several years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Fast forward a few years, and that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead […]

 

Read More

Blue Ocean Promotes Sean Miller to Director of Workforce Management

by Blue Ocean News in Blog, Blue Ocean News

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth. Sean has more than 25 years of experience in workforce management […]

 

Read More

Is a Strategic Contact Center Partnership Even Possible? [eBook]

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Strategic Partnership

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

 

Read More

Are You Ready for the Future of Customer Service?

by Kim Campbell in Artificial Intelligence, Blog, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although […]

 

Read More